We are looking for a Customer Service Specialist / Distribution Planner to join a global leading company in Dubai.
This is a customer-focused role, with approximately 80% of the position focused on customer service and order management, and 20% supporting distribution planning and logistics coordination.
The successful candidate will be responsible for managing customer orders from receipt through to delivery, ensuring customers receive a high level of service while working closely with sales, warehouse, logistics and distribution teams to ensure orders are fulfilled efficiently and on time.
Key Responsibilities
Customer Service – 80%
- Manage the end-to-end customer order process, from order receipt through to delivery.
- Act as the main point of contact for customers regarding orders, deliveries, availability and queries.
- Process and maintain customer orders accurately within the company's ERP / order management system.
- Monitor order status and proactively communicate any delays, shortages or changes to customers.
- Coordinate with internal teams to resolve customer issues and ensure timely order fulfilment.
- Work closely with the sales team to support customer requirements and priorities.
- Manage customer complaints and queries professionally, ensuring issues are resolved efficiently.
- Monitor customer service levels and identify opportunities to improve the overall customer experience.
- Maintain accurate customer and order records.
- Provide regular updates to customers and internal stakeholders on order and delivery status.
- Support the preparation of customer service reports and relevant KPIs.
Distribution Planning – 20%
- Support the planning and coordination of daily distribution and deliveries.
- Work closely with warehouse and logistics teams to ensure orders are prepared and dispatched on time.
- Assist with delivery planning based on customer requirements, order priorities and available stock.
- Monitor delivery schedules and proactively highlight potential issues.
- Coordinate with distribution partners / drivers where required.
- Help optimise delivery schedules and ensure efficient utilisation of available resources.
- Support the wider supply chain team with ad-hoc planning and logistics activities.
Key Requirements
- Experience in customer service, order management, supply chain, logistics or distribution.
- Experience within FMCG, retail, food & beverage or a similar fast-moving environment would be highly advantageous.
- Strong experience managing customer orders and resolving customer queries.
- Good understanding of distribution and delivery processes.
- Strong organisational and time-management skills, with the ability to manage multiple priorities.
- Excellent communication and interpersonal skills.
- Strong attention to detail and accuracy.
- Comfortable working with ERP / order management systems and Microsoft Excel.
- Ability to work effectively with sales, warehouse, logistics and supply chain teams.
- Proactive approach to problem-solving and customer service.
